Communication and Engagement

Progress on Communication and Engagement
Date: Jan 1, 0001
Note this Key Focus Area Team still needs to reconvene to refine the SMART Objectives and Action Steps. Therefore, this report is intentionally kept at a high level.

Key Focus Area:
Communication and Engagement 55% progress

Lead: Connor Christian
We practice proactive and intentional communication that builds trust through honesty, consistency, and two-way listening. By remaining approachable and receptive to both our internal team and our external community, we deliver prioritized, multifaceted messages that are clear, concise, and relevant to our diverse audiences. We ensure our communication is not only educational and timely but also innovative, interesting, and adds context for everyone we serve.
Latest Comment: Note only Strategic Goal 1 had a clear owner in original implementation plan, added Connor as default for the rest. Most of these also didn't have dates, put 12/31/28 as placeholder

Strategic Goal:
Enhance Trust 50% progress

Lead: Connor Christian

Latest Comment: None

SMART Objective:
Increase the consistency and transparency of internal and external communication through standardized messaging and regular updates. 25% progress

Lead: Connor Christian

Latest Comment: None
Action Step Deadline Status
Build a quarterly communication calendar for internal and external messaging. 12/31/2026 In Progress
Create standardized templates for internal updates, district news releases, and partner briefings. 12/31/2026 In Progress
Launch a quarterly “State of SMFR” internal message drafted collaboratively with leadership based on feedback themes. 12/31/2027 Not Yet Started
Conduct regular communication audit reviews internally to assess clarity, consistency, and reach. 12/31/2028 Not Yet Started

SMART Objective:
Establish a data-informed storytelling program that highlights SMFR’s operational impact, prevention efforts, and financial stewardship. 50% progress

Latest Comment: None
Action Step Deadline Status
Create a storytelling intake process for divisions to submit ideas, outcomes, and visuals. 8/31/2026 Complete
Produce at least one story per month demonstrating measurable impact or value delivered. 12/31/2026 In Progress
Evaluate engagement metrics (views, shares, partner feedback) and adjust story types every 90 days. 12/31/2026 In Progress
Develop 5–7 recurring content themes (Recruitment, SMFR Stories/Behind the Scenes, First Due/Ride Alongs, About SMFR - History/Culture/Throwbacks, Community Outreach/Engagement, Academy) 12/31/2027 In Progress
Build a PIO data driven dashboard in partnership with Strategic Services/GIS that provides regular metrics for story content (incidents, saves, risk reduction impact, etc.). 12/31/2027 In Progress
Implement a quarterly external community update that highlights service delivery, finances, and improvements. 12/31/2028 Not Yet Started

SMART Objective:
Expand two-way listening efforts with SMFR personnel, partners, and the community. 63% progress

Latest Comment: None
Action Step Deadline Status
Create digital forms for SMFR personnel and community members to provide feedback for communication follow-through 8/31/2026 Complete
Conduct regular opportunities to meet with external agency partners and municipalities to improve relationship building and working relationships. 12/31/2027 In Progress
Build a “You Said, We Did” internal communication strategy to close feedback loops. 12/31/2027 In Progress
Develop a strategy for two-way listening sessions open to SMFR personnel across divisions. 12/31/2028 In Progress

SMART Objective:
Partner strategically to support change management - Nikki 75% progress

Latest Comment: None
Action Step Deadline Status
Send Communications Team members to Prosci training to learn more about how to be a strategic arm in the change management process. 12/31/2026 Complete
Alignment with leadership on upcoming changes (when, why, how, who, etc.) 12/31/2028 In Progress

SMART Objective:
Assess and map SMFR’s audience segments to redesign targeted communication strategies. 75% progress

Latest Comment: None
Action Step Deadline Status
Develop and implement a Crisis Communications Plan with emergency notification templates, RAVE alerts and holding statements. 12/31/2027 In Progress
Create and launch the AppArmor application for SMFR personnel and community members to increase engagement and communication. 12/31/2027 In Progress
Conduct a communication audit identifying current audiences, languages, and message gaps. 12/31/2028 Operationalized
Research various opportunities for community focused personalization for community members to feel more connected. 12/31/2028 Operationalized

SMART Objective:
Modernize communication tools and processes to improve engagement, including analytics, technology, and content delivery methods. 83% progress

Latest Comment: None
Action Step Deadline Status
Evaluate and select an analytics platform that measures reach, engagement and trends. 8/31/2026 Complete
Continue utilizing various communication formats including short-form videos, infographics and podcasts 12/31/2026 Operationalized
Evaluate potential new communication formats, such as StoryMaps and drone visuals, for furthering outreach and education opportunities. 12/31/2027 In Progress

SMART Objective:
Strengthen PIO preparedness and resilience through full 24/7 coverage and redundancy plans. 63% progress

Latest Comment: Consider adding action item: Work with emergency management to prepare communication readiness with internal and external communication; see if best within this KFA or Community Health & Safety
Action Step Deadline Status
Create standardized PIO response playbooks for major incident types. 8/31/2026 Complete
Conduct regular PIO readiness tabletop drills including scenario-based media responses. 12/31/2027 Operationalized
Establish a rapid-activation communication plan for high-risk events (weather, WUI, major incidents). 12/31/2027 Not Yet Started
Cross-train additional internal staff to support PIO on call depth through on call only position to provide district-wide PIO coverage rotation 12/31/2027 In Progress

SMART Objective:
Partner with other SMFR divisions to improve overall communication strategy for the organization. 38% progress

Latest Comment: None
Action Step Deadline Status
Collaborate with special teams to create training videos 12/31/2026 Operationalized
Develop communication training with Learning & Development focusing on clear messaging and role-based communication expectations. 12/31/2028 Not Yet Started
Partner with HR to add communication components to onboarding for new hires. 12/31/2028 Not Yet Started
Develop internal guidance for the use of Communication tools (AI assistance, email best practices, organizational communications). 12/31/2028 In Progress

SMART Objective:
Increase community understanding of SMFR governance, funding sources, and service delivery model. 13% progress

Latest Comment: None
Action Step Deadline Status
Build online general SMFR Board governance information page 12/31/2026 Not Yet Started
Create simple, visually engaging materials explaining SMFR’s governance as a special district. 12/31/2027 In Progress
Host community education sessions dedicated to explaining governance and service delivery. 12/31/2027 Not Yet Started
Develop a “How SMFR Works” campaign distributed through city newsletters, boards, HOAs, and social media. 12/31/2027 Not Yet Started

SMART Objective:
Transparently communicate outcomes associated with Ballot Measure 7A, including deployment of funds and improvements to service. 67% progress

Latest Comment: None
Action Step Deadline Status
Build a location on the SMFR website to communicate 7A progress through capital projects, staffing, apparatus investments, facilities and operational impacts. 8/31/2026 Operationalized
Create short stories, videos, and graphics showing improvements made possible by 7A funding. 12/31/2027 Operationalized
Partner with Finance and other relevant departments to develop a communication strategy around sustainable revenues and level of service delivery 12/31/2028 Not Yet Started

SMART Objective:
Launch proactive, creative public awareness campaigns focused on risk reduction, preparedness, and SMFR value. 100% progress

Latest Comment: 9/15: moved action item "Partner with cities, school districts, and community organizations to amplify campaign reach" to Partnerships KFA
Action Step Deadline Status
Collaborate with Community Risk Reduction, Public Health, and EMS to identify high-risk groups and tailor messaging. 12/31/2027 Operationalized
Design a rotating calendar of awareness campaigns tied to seasonal risks and community needs (wildfire season, winter preparedness, behavioral health, fall prevention, etc.). 12/31/2028 Operationalized